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- Tasks: Lead a team to provide top-notch technical support 24/7.
- Company: Join a fast-growing SaaS company based in Manchester, impacting industries worldwide.
- Benefits: Enjoy flexible working hours and the chance to be part of a tech unicorn journey.
- Why this job: Be at the forefront of customer success and drive continuous improvement in services.
- Qualifications: Experience as a Service Desk Manager with strong communication and problem-solving skills.
- Other info: May require occasional night and weekend shifts every five weeks.
The predicted salary is between 36000 - 60000 £ per year.
Driving Excellence in Technical Support!
Join us as a Service Desk Manager and take charge of ensuring round-the-clock coverage across all support channels. Manage our Service Desk team to deliver exceptional support, evaluate performance, and uphold SLA standards. Implement ITIL processes to foster best practices in technical support. Your insights from customer feedback will be crucial in enhancing our services and driving continuous improvement.
About us: We are a rapidly growing Omnichannel SaaS organisation on a mission to boost productivity, improve customer service, and increase efficiency across various industries. Based in Manchester, UK, our influence spans five continents, with offices in Barcelona, Miami, Melbourne, and South Africa. We are soon likely to become Manchester’s tech Unicorn.
Responsibilities:
- Deliver on promises and drive customer success through exceptional support.
- Prioritise effectively, identifying and resolving root causes of recurring issues.
- Demonstrate expertise in technical support, maintaining professionalism in all interactions.
- Ensure quality delivery in every customer interaction.
Who is suitable for this role?
- Proven track record as a Service Desk Manager or similar role.
- Proficiency in help desk and remote control software.
- Strong technical background with excellent communication skills for both technical and non-technical audiences.
- Customer service orientation.
- Exceptional written and verbal communication skills.
- Problem-solving skills.
Additional Information: This role may require working outside standard business hours, including nights and weekends, once every five weeks.
Service Desk Manager employer: ConnexAI
Contact Detail:
ConnexAI Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Manager
✨Tip Number 1
Familiarise yourself with ITIL processes and best practices in technical support. Being able to discuss how you've implemented these in previous roles will show us that you understand the framework we operate within.
✨Tip Number 2
Highlight your experience in managing a Service Desk team. Be ready to share specific examples of how you've driven performance improvements and maintained SLA standards in past positions.
✨Tip Number 3
Prepare to discuss your approach to customer feedback. We value insights that lead to continuous improvement, so think about how you've used customer input to enhance service delivery in your previous roles.
✨Tip Number 4
Showcase your problem-solving skills by preparing scenarios where you've effectively identified and resolved recurring issues. This will demonstrate your ability to prioritise and tackle challenges head-on.
We think you need these skills to ace Service Desk Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience as a Service Desk Manager or in similar roles. Emphasise your proficiency in help desk software and your technical background, showcasing any relevant achievements.
Craft a Compelling Cover Letter: Write a cover letter that reflects your passion for customer service and technical support. Mention specific examples of how you've driven customer success and improved service delivery in previous roles.
Highlight ITIL Knowledge: Since the role involves implementing ITIL processes, be sure to mention any relevant certifications or experiences you have with ITIL methodologies. This will demonstrate your understanding of best practices in technical support.
Showcase Communication Skills: Given the importance of communication in this role, provide examples of how you've effectively communicated with both technical and non-technical audiences. This could include instances where you've resolved complex issues or trained team members.
How to prepare for a job interview at ConnexAI
✨Showcase Your Leadership Skills
As a Service Desk Manager, you'll be leading a team. Be prepared to discuss your leadership style and provide examples of how you've successfully managed teams in the past. Highlight any specific achievements that demonstrate your ability to drive performance and motivate others.
✨Demonstrate Technical Proficiency
Make sure you can talk confidently about your technical background and experience with help desk and remote control software. Be ready to answer questions about ITIL processes and how you've implemented them in previous roles to improve service delivery.
✨Prepare for Customer-Centric Scenarios
Since customer service is key in this role, think of examples where you've gone above and beyond to ensure customer satisfaction. Be ready to discuss how you handle difficult situations and resolve recurring issues effectively.
✨Communicate Clearly and Effectively
Your communication skills will be under scrutiny, so practice articulating your thoughts clearly. Be prepared to explain complex technical concepts in simple terms, as you'll need to communicate with both technical and non-technical audiences.
